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EXIN ITIL Foundation (V4) Sample Questions (Q159-Q164):

NEW QUESTION # 159
In service design, which term describes services, technologies and tools?

A. Processes
B. Partners
C. Products
D. People

Answer: C

NEW QUESTION # 160
Contracts are used to define:

A. The provision of IT services or business services by a Service Provider
B. Service Levels that have been agreed between the Service Provider and their Customer
C. Metrics and Critical Success Factors (CSFs) in an external agreement
D. The provision of goods and services by Suppliers

Answer: D

NEW QUESTION # 161
Which one of the following are the two primary elements that create value for customers?

A. Value on investment (VOI) and return on investment (ROI)
B. Service requirements and warranty
C. Customer and user satisfaction
D. Resources andcapabilities

Answer: D

NEW QUESTION # 162
Which statement BEST represents the guidance on incident logging?

A. Only incidents reported to the Service Desk can be logged
B. The Service Desk decide which incidents to log
C. Incidents must only be logged if a resolution is not immediately available
D. All incidents must be fully logged

Answer: D

NEW QUESTION # 163
Which of the following is the CORRECT definition of a Release Unit?

A. A function described within Service Transition
B. The portion of a service or IT infrastructure that is normally released together
C. The team of people responsible for implementing a release
D. A measurement of cost

Answer: B

NEW QUESTION # 164
......

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